Customer Service (Service Quality), Analyst

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you? Then read on.

About the Role

In this role, you will manage the end-to-end process of complaints received and ensures that the cases are closed within the required turnaround time.

Responsibilities:

Manage escalated complaints received by the Service Quality unit and ensure that cases are comprehensively reviewed and resolved within the required turnaround time.

Engage with complainants via different modes of communications in gathering information, providing updates and communicating complaint outcomes.

Conduct investigations and collaborate with respective departments and colleagues in the review and investigation of the complaints.

Review investigation outcomes comprehensively and propose sound recommendations for resolutions.

Work with respective departments in carrying out any s...